Refund policy

Changing your mind

• You can cancel your order within 14 days of receiving it. Tell us by email at cs@shishagear.com, quoting your order number.
• Don't send anything back until we have given you a returns authorisation (RMA) number. Write the RMA number on a note inside the parcel. Returns without an RMA number may be refused.
• You must then return the items within 14 days of telling us.
• You pay the cost of returning the items. Please use a tracked service, because items lost on the way back to us are your responsibility.
• Items must be returned complete, with all parts and packaging, and in the condition you received them.
• We refund you within 14 days of receiving the items back (or of you showing us proof of sending, if that's sooner), to your original payment method. The refund covers the items and the original delivery charge, up to the cost of our cheapest standard delivery option. It does not cover any extra you paid for a faster option, such as next day, Saturday or same-day delivery. If you return only part of an order, the delivery charge is not refunded.
• We may reduce your refund if an item has been used, or handled more than was needed to check it (for example, a shisha that has been assembled with water or smoked, or with marks, scratches or missing parts).

Items that can't be returned unless faulty

For hygiene reasons, the following can't be returned:

• shisha tobacco and flavours, once the seal has been opened
• hoses and mouthpieces, once the packaging has been opened
• shishas that have been smoked
• accessories that have been used

Faulty items

• If an item is faulty, tell us within 30 days of delivery and we will refund it. After 30 days, we will repair or replace it first.
• Don't send a faulty item back until we have given you an RMA number. We will tell you how to return it and cover the cost of that method. If you send it back another way without agreeing it with us first, we refund the postage only up to what our method would have cost.
• We may need to see photos, or inspect the item, to confirm the fault.
• This does not cover damage from misuse, accidents, normal wear and tear, or not following the instructions.
• Glass, ceramic and clay items damaged after delivery are not faults.
• Taste is personal. A flavour you don't like, or that isn't what you expected, is not a fault.

Wrong item sent

Tell us within 3 days of delivery. We will give you an RMA number, arrange the return and send the right item at no cost to you. Please use the return method we give you.

Refused deliveries

If you refuse a delivery or don't collect it, this counts as a cancellation. We refund the goods once the parcel is back with us, minus the cost of returning it to us.

Your legal rights

This policy does not affect your statutory rights.